07139390 is referenced by 32 patents and cites 26 patents.

A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering callers an incentive to speak to an expert while waiting to speak with an official representative. The caller continues to progress in the hold queue while speaking with an expert. In addition, the caller may receive an additional adjustment in the hold queue, a financial incentive, and a rewards points incentive, for interacting with an expert while holding. Second, use of experts by callers waiting in a hold queue is promoted by authenticating the identity of third party experts, in order to verify that an expert has the skills needed to help a caller and to provide the caller with the identity of the expert for accountability.

Title
Promoting use of experts to callers waiting in a hold queue
Application Number
10/15383
Publication Number
7139390 (B2)
Application Date
December 12, 2001
Publication Date
November 21, 2006
Inventor
Scott Lee Winters
Austin
TX, US
James Mark Weaver
Austin
TX, US
Michael A Paolini
Austin
TX, US
Joseph Herbert McIntyre
Austin
TX, US
Michael Wayne Brown
Georgetown
TX, US
Agent
Amy J Pattillo
Mark S Walker
Assignee
International Business Machines Corporation
NY, US
IPC
H04M 3/00
View Original Source